Warranty Coordinator : Frontier Pitts
Frontier Pitts welcomes applications for a Warranty Coordinator to work in our Service Department.
The main duties of the Warranty Coordinator include raising cases for warranty call outs, working closely with the repairs and production departments, tracking the cases on spreadsheets, communication with clients – this may include some site visits, updating the complaints log and coordinating all aspects relating to the project.
The role is to provide a professional and efficient service, monitoring time frames for the response and outcome and providing the best possible customer care to our clients. Outlined below are a number of duties that this job role entails.
As work is reported through to the Service Team, any works that are relevant to warranty will be passed to the Warranty Coordinator to deal with. A case will be raised by the Warranty Coordinator and it will then be their responsibility to deal with all works involved. This may include working with the repairs team and production.
Use of internal system and warranty spreadsheet to track open warranty work and ensure you are dealing with it effectively. Communicate with your clients the updates and progress with their warranty claims and ensure they are looked after correctly. This may include some site visits and meetings with the Service Manager or alone to ensure the customer feels fully supported with the way Frontier Pitts are dealing with their case.
The information from this spread sheet will then need to be used to produce a report demonstrating the monthly performance, any trends and issues which can then be assessed by the Operations Management Team. This could include materials, equipment, suppliers or engineer’s workmanship.
Work closely with the Service Team, including the engineers, to ensure that you are receiving all information relating to warranty calls that are received. This will include reviewing the engineer’s job sheets and discussing the works with them for the relevant information that you need.
Follow the current commissioning process to ensure that any installations which this applies to has a commissioning sheet completed, and this is saved to the correct place/job inside our system. This process will also be used to ensure that the client is completely satisfied with the installation, and that any snagging items that have been identified are rectified by the project manager before being passed to warranty.
Ensure all clients receive a customer survey when their installation is complete, this should include making sure the client has the correct contact numbers for Frontier Pitts Service Department, and Warranty, that they are aware of which maintenance contracts are available to them, and how to request an engineer should they need to.
To assist the Service Manager in managing the complaints process - this will include recording complaints that are received by the company, liaising with clients to gain more information with regards to the complaint, and ensuring that the complaint is passed on to the relevant persons should it need to be escalated.
The Warranty Care Coordinator should support the Operations Team in achieving the aims and objectives of the company and achieving the level of quality in the service provided to the client in accordance with the Frontier Pitts Quality Assurance Policy. This may require assessing the process of reporting quality issues (which links to warranty)
To take responsibility for and manage key client accounts. This will include being their first point of contact, being responsible for and taking ownership of any queries that they may have, and ensuring they are kept informed with regards to attendances and any other communications that may need to take place. This may include monthly spreadsheets of call outs and attending site to meet with customers and discuss ongoing needs during their warranty period.
The Warranty Care Coordinator will attend the Right First Time meeting with the management team and explain the current warranty failures you are working on and the progress that is being made with these.
To take part in the out of hours on call rota (approx. 1 month in 12)
At the direction of the appropriate Manager – carry out method statements and risk assessments under the Health & Safety requirements, and to keep the appropriate Manager informed of the outcomes and issues that are identified concerning Health & Safety.
Duties & Responsibilities
To be aware of the Quality Assurance Policy of Frontier Pitts in the provision of a quality service to the client.
To represent Frontier Pitts in a professional manner always, on the telephone, face to face or in written communication.
To maintain the confidentiality of Frontier Pitts always and carry out the Company’s Confidentiality Policy.
Health & Safety – To be familiar with Frontier Pitts obligations under the Health & Safety at Work Act 1794, and the other Health & Safety Regulations detailed in the Company’s Health & Safety Policies.
General – To assist Frontier Pitts in our aim to provide a quality service, by a team of trustworthy, well trained and reliable work force.
To carry out other tasks required by Frontier Pitts that are commensurate with the level of responsibility in your role.
- Good literacy and numeracy skills
- Good presentation skills
- Computer literate
- Administrative experience
- Full driving license
- Able to pass high level security clearance
- Previous experience in a technical role/environment
- Dedication and commitment
- Team player
- Good administrative skills
- Good communication skills – written and verbal
- Good time management
- Sound understanding of good care principles
- Ability to cope under pressure
- Calm and patient
- Strong character
- Ability to deal with change
- Able to display empathy and understanding
- Flexible and reliable
- Able to delegate work effectively to other team members
At Frontier Pitts, we offer the opportunity for career development within a professional and friendly safe working environment. We value our employee’s and strongly support and encourage individuals, whilst offering the opportunity to work on projects of differing sizes within a variety of industry sectors.
- A competitive salary package
- Pension scheme after a qualifying period
- Access to Manor Royal discounts and offers, including reduced rate travel
Frontier Pitts Limited is committed to equal opportunities for all and we do not discriminate on the grounds of race, religion or belief, sexual orientation, gender reassignment, marital or civil partner status, sex, disability or age.
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